Bandusha Ricky Chrystal
Ottawa
Summary
To acquire a challenging career with a solid department giving the opportunity to offer proven and developing skills within the department.
Overview
9
9
years of professional experience
Work History
Senior Information Service Officer
Government Of Canada
01.2024 - Current
- Facilitated communication between clients and internal teams to address concerns promptly and effectively.
- Evaluated employee performance regularly, providing constructive feedback and coaching as needed.
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
- Determined needed and relevant interventions based on each client's cognitive abilities and current needs.
Corporation key distributor and authenticator
Government Of Canada
01.2022 - 01.2024
- Experience working with information classification systems (dealing with complex cases with succession request for corporation keys) Managing the Registered intermediary inbox , inputing and managing data update on the accounts Verifying IDM issues and experience providing advice, guidance with solution orrientied approach Ability to respond to diverse clients’ needs and to make recommendations
- Knowledge of theories, principles and practices of information management with the authentication with data protection principles for the corporation keys.
Information Services Agent
Government Of Canada
10.2022 - 06.2023
- Provide information by phone, chat or email on the services that we offer and the processes to apply for these services
- Provide public information on Canadian Corporations
- Provide clarifications to clients who need to resubmit their requests Guide clients on our website.
Customer Service Representative
Bank of Montreal
01.2021 - 09.2022
- Lead the onboarding process of new clients by preparing enrollment packages and processing group applications
- Obtain quotes and prepare new applications for individual policies including life insurance, travel insurance, long term disability and critical illness
- Help clients navigate through their benefits options by reviewing and comparing plans and contracts, and connecting with insurance carriers in order to assist with client queries
- Assist with the drafting and formatting of presentation documents for current and new clients
- Assist in the preparation of annual renewals for existing clients
- Assist in creating valuable reports for clients showing benefits usage, plan renewal information and marketing information
- Input data and maintain accurate and current records for all clients in our CRM, updating this information on a regular basis
- Develop a strong relationship with our clients HR team
- Work with the advisor team to manage calendars, support seminars, presentations, and daily activities?
Support Officer
ADT by TELUS
10.2017 - 12.2020
- Respond to questions and issues raised by the information agents Monitoring the ADT general inbox and ensuring workflow Issuing reminders and coaching to the agents Reviewing and preparing refund request memos Logging bugs and help IT with testing Updating procedures
Receptionist and Customer Service
Maison medical
01.2015 - 01.2016
Education
GED -
La Cite Collegiale
Ottawa12.2025
High School Diploma -
Immaculata High School
06.2024
Skills
- Active listening;
- Probing abilities;
- Abilities to clearly explain the process to officers and clients by using the correct language for each individual person;
- Good written and oral communication skills;
- Basic technical knowledge and problem solving skill;
- Initiative to search and find solutions;
- Knowledge of CC products and services;
- Resourceful and active learner;
- Reliability;
- Strong organizational skill;
- Good judgement
Qualifications
Windows 10 and 11 applications: Microsoft office (Word, Excel, Power Point, Outlook, One Note, MS Project), in teams or individually., and in speaking (English,French, kirundi, swahili, kinyarwanda), Many, True
- Responding to Information and Services Officers’ inquiries via email, MS Teams and phone;
- Answering complex inquiries from the general public via phone, email and chat regarding federal corporations;
- Distributing email enquires and monitor inboxes;
- Managing complex cases and supervisor callback;
- Researching and verifying information;
- Troubleshooting accessibility and technical issues;
- Coaching Information and Services Officers and provide feedback;
- Bug logging;
- Balancing cash daily and reconciliation;
- Reviewing and initiating refunds;
- Creating Refund Memos and Refund Notices;
- Reviewing Refund worklist;
- RCMP and CRA search request, ATIP request;
- Assisting with training;
- Generating and issuing corporation numbers and Financial Control numbers.
Timeline
Senior Information Service Officer
Government Of Canada
01.2024 - Current
Information Services Agent
Government Of Canada
10.2022 - 06.2023
Corporation key distributor and authenticator
Government Of Canada
01.2022 - 01.2024
Customer Service Representative
Bank of Montreal
01.2021 - 09.2022
Support Officer
ADT by TELUS
10.2017 - 12.2020
Receptionist and Customer Service
Maison medical
01.2015 - 01.2016
GED -
La Cite Collegiale
High School Diploma -
Immaculata High School
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